Senior Software Service Manager

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Assist in directing and managing Software Support Services across designated areas of responsibility

• Supervise service team members, including service managers

• Identify enhancements to processes and systems

• Cultivate client relationships and seek follow-on business opportunities

• Collaborate with the Principal Service Manager to pinpoint opportunities

• Oversee a diverse service team focused on availability, reliability, and performance

• Ensure that service and support functions remain responsive to customer demands

• Provide regular reports to clients and Kainos management

• Lead client service review meetings and internal support assessments

• Assess service, operational, resource, and strategic risks to determine necessary changes

• Manage project financials, including forecasting, reporting, and invoicing

• Handle incident escalations within Kainos and with third-party partners

• Implement continuous service improvement across service delivery

• Support business growth, sales/procurement cycles, bids, presentations, account planning, QBRs, and customer engagement

• Promote successes through case studies, award submissions, blogs, and social media posts

• Negotiate service-level agreements, support contracts, and third-party contracts

• Inspire and empower teams; establish goals, provide feedback, and conduct evaluations

• Manage staffing and onboarding processes for team members

• Build relationships with clients, suppliers, and third-party stakeholders

• Develop and adhere to service governance arrangements and technical quality standards

• Manage service-related risks and issues

• Maintain confidentiality, information security, and compliance

• Collaborate with quality compliance teams and external auditors

• Contribute to the enhancement of management and leadership capabilities

• Encourage innovation in technology and processes

• Assist with recruitment efforts

⛳️ Requirements

• Extensive experience in commercial consulting within software service delivery

• Deep understanding of service management with a proven track record in a service management role

• Experience working with the UK public sector and familiarity with GDS standards

• Active Security Clearance

• Experience in establishing a support service and/or managing service transitions

• Experience adhering to service and project management disciplines and quality standards

• Good understanding of the ISO2000 standard is preferable

• Minimum ITIL Foundation or a comparable accreditation

• Experience in developing and managing client-supplier relationships

• Knowledge of at least one industry vertical, such as Financial Services, Health, or Government

• Broad technological experience and awareness of current technology trends

• Strong understanding of contemporary software engineering practices and behaviors

• Experience with ITSM tools like ServiceNow (desirable)

• Proven record of securing significant follow-on business with existing clients (desirable)

• Intermediate ITIL or similar accreditation (desirable)

• Experience in negotiating service-level agreements, support contracts, and third-party contracts

• Ability to manage service risks, issues, finances, forecasting, reporting, and invoicing

• Ability to lead and develop multi-disciplined service teams

• Ability to maintain information security, confidentiality, and non-disclosure compliance

🏝️ Benefits

• People-first culture

• Support for growth and professional development

• Learning and development objectives

• Commitment to diversity, equity, and inclusion

• Recruitment accommodations and adjustments